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L1 Support Application Specialist

hace 2 meses

Madrid, Madrid, España Radisson Hotel Group, Madrid Office-Information... A tiempo completo

Job Summary:

We are seeking a highly skilled Technical Support Specialist to join our team at Radisson Hotel Group, Madrid Office-Information Technology Service Management area. The successful candidate will be responsible for providing first-level support for application errors and configuration requests for our central Property Management Systems (PMS), used by over 400 hotels worldwide.

Key Responsibilities:

  • Gain a deep technical knowledge in RHG's central PMS application, based on SAP TMSForHotels product, named EMMA.
  • Understand RHG's business processes and organization structure to provide relevant and valuable support to the organization.
  • Provide first-level support for application errors in EMMA based on available knowledge materials and individual/team knowledge.
  • Interact with 3rd party suppliers and other support teams to resolve incidents.
  • Perform on-demand configurations in the PMS application requested by hotels.
  • Document new processes and troubleshooting documents for both the team and end-users' benefit.

Requirements:

  • Madrid, Spain
  • English (native/high)

Desirable Experience:

  • Hospitality experience (Front Desk, M&E, Night Audit)
  • International work experience
  • SAP TMSforHotels
  • Experience with other 3rd party PMS product like Opera, Shiji
  • Background in other SAP functional modules (FI, CO, MM...)
  • Experience in Helpdesk functions such as call center, helpdesk
  • Experience using IT Support tools such as Service now, Jira

Travel Needs:

  • Up to 20%, primarily European but could be international on occasion.

Soft Skills:

  • Excellent good interpersonal, verbal, and written communication skills
  • Passion for customer service, efficiency, effectiveness, and quality
  • Good team player, willingness to assist others and share expertise
  • Structured, able to follow but also help defining procedures and documentation

Education:

  • Bachelor's Degree in International Hotel Management, Hospitality Management or related field
  • A recognized ITIL certification at Foundation level or above is highly desirable
  • SAP Certifications are highly desirable